1. RIGHT OF WITHDRAWAL
As a consumer, you have the right to cancel a distance contract without giving a reason within 14 days.
The cancellation period is 14 days, starting from the day you or a third party designated by you (other than the carrier) received the goods.
For service contracts, the cancellation period is 14 days from the date the contract is signed.
2. HOW CAN YOU EXERCISE YOUR RIGHT OF WITHDRAWAL?
To exercise your right of withdrawal, you must notify us of your decision by means of a clear statement of withdrawal from the contract.
You can do this in one of the following ways:
- through our online contract cancellation feature;
- by emailing us;
- by submitting a standard withdrawal form;
- by means of another clear written statement.
3. ONLINE CONTRACT CANCELLATION FEATURE
You can submit a request to cancel your contract online here:
https://diyanahouse.bg/otkaz-ot-dogovor/
This feature is available without the need to register or log in to a customer account.
After submitting your application, you will receive an automatic confirmation at the email address you provided.
4. INFORMATION YOU SHOULD INCLUDE
To help us process your request more quickly, please provide the following:
- first and last name;
- email address;
- order number;
- product(s) or service(s) for which you are submitting a cancellation request;
- date of receipt of the goods, if applicable.
You are not required to provide a reason for your refusal.
5. RETURNING MERCHANDISE
If you exercise your right of withdrawal, you must send or return the goods to us without undue delay and no later than 14 days from the date on which you notified us of your withdrawal from the contract.
The deadline is considered met if you return the items before the 14-day period expires.
The cost of returning the goods is the responsibility of the consumer, unless otherwise expressly agreed.
6. REFUND OF THE AMOUNT
Upon receipt of your cancellation request, we will refund all payments we have received from you, including standard shipping costs, where applicable.
The refund will be issued without undue delay and no later than 14 days from the date on which we were notified of your decision to cancel the contract.
We may withhold the refund until we receive the goods back or until you provide proof that you have returned them, whichever occurs first.
Refunds are issued via the same payment method used for the original transaction, unless you have expressly agreed to a different refund method.
7. CONDITION OF RETURNED ITEMS
The consumer is liable only for any decrease in the value of the goods resulting from testing or use beyond what is necessary to determine the nature, characteristics, and proper functioning of the goods.
Please return the items in appropriate packaging whenever possible to prevent damage during shipping.
8. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
The right of withdrawal may not apply in certain cases provided for by law, including, but not limited to:
- goods made to individual order or tailored to the consumer’s specific requirements;
- goods that can spoil quickly or have a short shelf life;
- sealed goods that have been unsealed after delivery and cannot be returned for hygiene or health protection reasons;
- digital content that is not supplied on a tangible medium, where performance has begun with the consumer’s prior express consent;
- services that are considered fully performed when performance has begun with the consumer’s prior express consent.
If a product or service is exempt from the right of withdrawal, this will be indicated in the product information, the order terms, or in communication with the customer.
9. RETURN ADDRESS
Please send returned items to the following address:
“New Derm” LLC
Sofia, “Hippodrome” Residential Complex, Building 141, Entrance B, 7th Floor, Apartment 45
Before you send the item back, we recommend that you contact us so we can go over the details of the return.
10. CONTACT INFORMATION
For questions regarding returns, contract cancellations, or refunds, please contact us at:
Email: diyanaaesthetic@gmail.com
